Initial Business Response /* (1000, 5, 2016/06/27) */
Contact Name and Title: [redacted] General Man
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@airservicesheatac.com
I would first like to thank you for bringing this to our attention. We looked into the Amana website for preferred...
vendors and we did not show up on the list. I assure you that we are a preferred vendor for amnana and have been for 5 plus years. We have sold and serviced hundreds of Amana equipment( including PTAC units) over the years. We sell and service Amana PTAC units all of the time. So I was very surprised to not find us on the list. I called Amana as soon as I got this information. They stated that there has been some kind of mistake on there end and several vendors have disappeared from there website. So again thank you for letting us know. We are again back on the listing for preferred vendors as we should have been all along.
Unfortunately Amana does not pay for a warranty call for us to go out and service equipment that we did not install. If we are the ones who install it it would be fully covered by our company, parts and labor. From what I understand is that you where told this before we had ever went out on the call. Once we showed up we found that there was a bad motor in the unit. We then fixed the unit for you and warrantied the part but charged you for labor. When we left the unit was cooling. We are sorry that this was not clear to you. For that reason we stand behind everything that we do and we will refund your money back to you (123.00). Our company has a 100% satisfaction guarantee and if you are not happy with the work that we did we will refund you the money for the repair. I am glad to hear that you got your problems resolved through Amana, it would not be good to be without AC in this hot weather. Please feel free to call me ([redacted], General Manager) if you would like to discuss this any further.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The unit was NOT cooling when they left - this is untrue. This was not clear to us? It was hot air blowing out of the machine - I think we know hot from cold.
However, we do want our money back. How disappointing -we bought our entire heating / cooling system from this dealer (not this PTAC unit) and they make a false statement. That really is bad. We will take our business elsewhere from now on.
Final Business Response /* (4000, 9, 2016/06/29) */
I'm am sorry for the confusion. According to my notes indicated that you had cold air when we left. I will check again with the tech on this case. It is our policy to not collect if they are not fixed. I am going to check again and if that is the case I will be correcting this with the tech that went out there. I do apologize for the confusion and if we left your not finished and collected I do apologize for that as well and will correcting this. Your refund has already been sent out and if you have not received it by next week please call the office. Once again thank you for bringing this to my attention and sorry for the miscommunication.
Initial Business Response /* (1000, 5, 2016/06/27) */
Contact Name and Title: [redacted] General Man
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@airservicesheatac.com
I would first like to thank you for bringing this to our attention. We looked into the Amana website for preferred...
vendors and we did not show up on the list. I assure you that we are a preferred vendor for amnana and have been for 5 plus years. We have sold and serviced hundreds of Amana equipment( including PTAC units) over the years. We sell and service Amana PTAC units all of the time. So I was very surprised to not find us on the list. I called Amana as soon as I got this information. They stated that there has been some kind of mistake on there end and several vendors have disappeared from there website. So again thank you for letting us know. We are again back on the listing for preferred vendors as we should have been all along.
Unfortunately Amana does not pay for a warranty call for us to go out and service equipment that we did not install. If we are the ones who install it it would be fully covered by our company, parts and labor. From what I understand is that you where told this before we had ever went out on the call. Once we showed up we found that there was a bad motor in the unit. We then fixed the unit for you and warrantied the part but charged you for labor. When we left the unit was cooling. We are sorry that this was not clear to you. For that reason we stand behind everything that we do and we will refund your money back to you (123.00). Our company has a 100% satisfaction guarantee and if you are not happy with the work that we did we will refund you the money for the repair. I am glad to hear that you got your problems resolved through Amana, it would not be good to be without AC in this hot weather. Please feel free to call me ([redacted], General Manager) if you would like to discuss this any further.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The unit was NOT cooling when they left - this is untrue. This was not clear to us? It was hot air blowing out of the machine - I think we know hot from cold.
However, we do want our money back. How disappointing -we bought our entire heating / cooling system from this dealer (not this PTAC unit) and they make a false statement. That really is bad. We will take our business elsewhere from now on.
Final Business Response /* (4000, 9, 2016/06/29) */
I'm am sorry for the confusion. According to my notes indicated that you had cold air when we left. I will check again with the tech on this case. It is our policy to not collect if they are not fixed. I am going to check again and if that is the case I will be correcting this with the tech that went out there. I do apologize for the confusion and if we left your not finished and collected I do apologize for that as well and will correcting this. Your refund has already been sent out and if you have not received it by next week please call the office. Once again thank you for bringing this to my attention and sorry for the miscommunication.